Dynamic Choice user input control

  • Release version: Washingtondc
  • Updated May 21, 2024
  • 13 minutes to read

    • Use the Dynamic Choice user input control in a Virtual Agent topic to dynamically create a list of available choices for your users. Create these choices by querying a table or by using a script to dynamically create them.

    Choice list display

    The Dynamic Choice list contains up to 10 items per page. When more than 10 items exist, users have the option to display the additional items and also filter the search results. The choice list prompt contains a search icon that users can select to filter the results.

    Tip:
    If you want to change the default number of listed items per page, you can modify the com.glide.cs.picker_page_limit system property. The default value is 10.

    If selecting multiple choices is turned on, you can search within the Search for options field for filtering search results. Select or type all choices that apply, and then select the send icon Send arrow icon. When you send your choices through an LLM-enabled Virtual Agent, the LLM responds with whether your choices meet the validation criteria.

    You can also select a choice or choices from a list in an LLM-enabled conversation by entering an utterance in the chat window. If there is no match for your input, the Virtual Agent informs you that it is not a valid choice, and prompts you to try a different input.

    The Dynamic Choice control also provides the option to add a header card that displays above the choice list. Header cards are supported in web and mobile channels.

    • The header card can contain a large or small image or a YouTube video card, along with descriptive text. The choice list contains up to five items by default, but the search feature is suppressed. If there are more than five items, users can choose to show the additional items.

    • To control the number of items displayed below a header card, add the com.glide.cs.web_header_picker_page_limit system property. Use the Value to specify the number of items in the choice list. For details about creating a system property, see Add a system property.

    Note:

    If you populate a Dynamic Choice list node with only one choice, when testing or using the node, you receive a message reading We have [choice] as [node name], is this correct?. Use multiple choices in the Dynamic Choice list node to avoid receiving this message.



    You can also alter the message content by navigating to ALL > sys_properties.list and editing the glide.cs.retry_question_message system property. This message value is by default a string We have {0} as {1}, is this correct? and is used for slot-filling in multiple cases outside the Dynamic Choice list. Any changes you make are reflected in every use of this property.

    Dynamic Choice user input control properties for LLM topic discovery

    Property Description
    Node name Name that identifies this Dynamic Choice user control node in the topic flow.
    Detail description The one piece of information needed from the user. For example, Ask the user to select an incident.
    Choices
    Populate choices by Type of dynamic variable to be used. Select one of the following options:
    • Record: Returns records from the table selected. The values for these options are GlideRecord objects.
    • Script: Expression that returns an array of options.
      Note:

      For more efficient pagination return results for a large data set when using a script expression, review the following script and determine whether you want to use this script:

      (function execute() {
 
var pagingUtil = new global.VirtualAgentChoicePagingUtil(null, "sys_user", null, "user_name,name",
"active=true", null, vaVars);
 
var gr = pagingUtil.getPagingGlideRecordSecure("name", false);

var options = pagingUtil.getSecureOptions(gr, null,'user_name', ['user_name','name']);

return options;
})()

      For more information about the preceding scripting details, review information about GlideRecords and the additional information:

      • fieldName: Field name is optional information. Pass with null.
      • table: Table name to query for displaying the available options.
      • pageSize: Page size is optional information. Pass with null.
      • searchColumns: Table columns in a comma-delimited list that applies to any searchText.
      • encodedQuery: Initial query to apply to table rows. For example, active=true.
      • searchText: Search text is optional information. Pass with null.
      • vaVars: Reference to virtual agent context variables (vaVars).
      • orderByColumn: Table column used to order the options.
      • orderDescending: Options appear in descending order. Only true or false values accepted.
      • gr: Glide record name.
      • startRow: Starting row is optional information. Pass with null.
      • valueColumn: Table column name to use as the value of each option.
      • labelColumns: Array of table columns to use for each option display.
    Table If you selected Record as the method to populate choices, select the table to be searched.

    This field is available only when the Record option is selected.
    Filter choices Option to use the Virtual Agent Designer condition builder or provide a script. Select one of the following:
    • Condition Builder: Creates a filter used to select a subset of records from the table.
    • Script: Defines the enumeration list for the options (choice list) to be displayed. The name-value pair is stored as a string object.

    This field is available only when the Record option is selected.
    Advanced
    Header card

    Toggle to open a field to add cards which may include images or YouTube videos. For more information, see Insert a header card in a Static Choice or Dynamic Choice control
    Enforce user prompt

    Toggle to open a field for a custom message shown to the user instead of the message generated by the LLM. You can create custom messages in plain language, input a script, or define conditions with the data pill picker.
    Additional instructions for LLM

    Further instructions to the LLM, such as adding data formats, restrictions, or default values for user responses. You can create additional instructions in plain language, input a script, or define conditions with the data pill picker.
    Hide or skip this node
    Conditionally show this node if

    No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.
    Allow user to skip this node if

    No-code condition statement or low-code script that specifies a condition for letting users skip this node in the conversation. The condition must evaluate to true. You can set this field using either the condition builder or a script. When this field is active, the node presents the user with a Skip option in the Virtual Agent conversation. Alternatively, in an LLM topic, you can reply with an utterance such as I want to skip this question. Virtual Agent chat window with Skip button following a query from the Virtual Agent.

    Example Dynamic Choice user input control for LLM topic discovery

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Input properties List prompt

    Basic properties include name, description, populate choices by list, and filtering options. Advanced options include Enforce user prompt, Additional instructions to LLM, and Hide or skip this node.Basic properties include name, description, populate choices by list, and filtering options. Advanced options include Header card, Enforce user prompt, Additional instructions to LLM, and Hide or skip this node.
    Figure 1. Web UI Dynamic Choice list prompt
    A Dynamic Choice list returns a list of incidents created by the user.
    The choice list displays 10 items per page. When 10 or more results are returned:
    • The list includes a link at the end of the list to show more results.
    • A search icon (Search icon.) displays in the prompt for filtering search results. Users select the icon to open a search box and enter the filter.
    • When selecting multiple choices, you can search within the Search for options field for filtering search results. Select or type all choices that apply, and then select the send icon Send arrow icon. When you send your choices, the LLM responds with whether your choices meet the validation criteria.
    Header card

    Toggle to open a field to add cards which may include images or YouTube videos. For more information, see Insert a header card in a Static Choice or Dynamic Choice control

    Dynamic Choice user input control properties for NLU topic discovery

    Property Description
    Node name Name that identifies this Dynamic Choice user control node in the topic flow.
    Variable name Name of the variable that stores the user response to this prompt. The variable name is automatically created from the Node name property.
    Prompt

    Prompt or question for the user. The prompt can be either a text string or a script that returns text. This value is used only when the default value is not specified. For example: What's your name?

    NLU entity

    Option to associate an NLU entity with the node. If an NLU entity is associated with the input variable for this node, Virtual Agent can slot-fill the specified value based on the user's utterance. Select an entity from the list of entities associated with the topic intent.

    When you specify an entity for the node, the Do not ask users to confirm recognized entity toggle switch displays. When enabled, users are not prompted to confirm the extracted entity.

    This field is available only when NLU discovery is enabled on the instance.
    Choices
    Populate choices by Type of dynamic variable to be used. Select one of the following options:
    • Record: Returns records from the table selected. The values for these options are GlideRecord objects.
    • Script: Expression that returns an array of options.
    Table If you selected Record as the method to populate choices, select the table to be searched.

    This field is available only when the Record option is selected.
    Filter choices Option to use the Virtual Agent Designer condition builder or provide a script. Select one of the following:
    • Condition Builder: Creates a filter used to select a subset of records from the table.
    • Script: Defines the enumeration list for the options (choice list) to be displayed. The name-value pair is stored as a string object.

    This field is available only when the Record option is selected.
    No records response message Message displayed to the user when the table search doesn’t return any records. The message can be either a text string or a script that returns text.
    Advanced
    Header card

    Toggle to open a field to add cards which may include images or YouTube videos. For more information, see Insert a header card in a Static Choice or Dynamic Choice control
    Default value
    Default Value

    Predefined value for the user response to the question or prompt. The response defined in the Default value confirmation field asks the user to confirm the default value. If the user responds with no, the value becomes null. The default value can be either a text string or a script that returns text. For example, if you're using dot-walking, the default value might be: Script Variables > Last username. Or if you're using a script, the default value might be: {{vaScripts.lastUsername}}.
    Confirmation messages
    Input completion confirmation

    Bot response shown to the user when the node interaction is complete. The message can be either a text string or a script that returns text. For example, if you're using dot-walking: Thanks, (Input Variables > Username)! Or if you're using a script, the acknowledgement might be: Thanks, {{vaInputs.username}}!

    Default value confirmation

    Message that asks the user to verify that the value in the Default value field is correct. This message is used instead of a value in the Prompt field. It can contain either a text string or a script that returns text. For example, if you're using dot-walking: Are you (Input Variables > Username)? Or if you're using a script, the confirmation message might be: Are you {{vaScripts.lastUsername}}?.
    Conversation switching
    This section is available only when NLU discovery is enabled on the instance.
    Turn on to let users change the subject

    Option to enable NLU prediction for this node. If enabled, users can enter text to answer questions, regardless of the type of input control being used. Virtual Agent uses this utterance to match another existing intent, letting the user switch topics.
    Hide or skip this node
    Conditionally show this node if

    No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.
    Allow user to skip this node if

    No-code condition statement or low-code script that specifies a condition for letting users skip this node in the conversation. The condition must evaluate to true. You can set this field using either the condition builder or a script. When this field is active, the node presents the user with a Skip option in the Virtual Agent conversation. Alternatively, in an LLM topic, you can reply with an utterance such as I want to skip this question. Virtual Agent chat window with Skip button following a query from the Virtual Agent.
    Skip reprompting if No-code condition statement or low-code script that specifies a condition for letting users skip reprompting in the conversation. When a preceding node is revisited through a topic loopback or Dialog Act, the Virtual Agent bypasses this node and automatically retain its original value.

    Example Dynamic Choice user input control for NLU topic discovery

    Note:
    Virtual Agent Designer controls may display and function differently in other channels.
    Input properties List prompt
    Figure 2. Dynamic Choice user input control basic properties
    Basic properties include the node name, prompt, NLU entity, and Populate choices by list.
    Figure 3. Web UI Dynamic Choice list prompt
    A Dynamic Choice list returns a list of incidents created by the user.
    The choice list displays 10 items per page. When 10 or more results are returned:
    • The list includes a link at the end of the list to show more results.
    • A search icon (Search icon.) displays in the prompt for filtering search results. Users select the icon to open a search box and enter the filter.
    • When selecting multiple choices, you can search within the Search for options field for filtering search results. If you input the script to enable secondary fields found in this topic, the search filter results apply to the secondary fields, too. Select or enter all choices that apply, and then select the send icon Send arrow icon.
    Figure 4. Web UI Dynamic Choice list prompt with header card
    The prompt asks, "What would you like to check?" followed by a photo and heading of a hotel. Choices include, Dining, Suites, and Facilities.
    The choice list contains five items per page. When five or more results are returned, the list provides an option to show more results.
    Note:
    The search feature is suppressed when a header card is used.

    Dynamic Choice script examples

    The following script example can be used in the Define choices field only if the value for Populate choice by is set to Script. This script enables requesters to see their previously selected choices if they choose to edit their choices later in the conversation. This script also displays secondary fields to requesters, such as an email address, gender marker, or both, to help them further differentiate their available choices. Displaying the secondary field to requesters can be especially helpful when dealing with similar values, such as selecting the correct employee name when working with the same or similar names (that is, Christopher Smith or Chris Smith).
    (function execute() {
    var pagingUtil = new global.VirtualAgentChoicePagingUtil(null, "sys_user", 10, "user_name,name",
      "active=true", null, vaVars);
    var selectedOptions = pagingUtil.getSavedSelectedOptions("user", vaSystem);
    if (!selectedOptions || selectedOptions.length == 0) {
      // Secondary labels can be passed to selected options
       selectedOptions.push({ "value": "abel.tuter", "label": "Abel Tuter"
        ,"secondary_label": ["abel.tuter@example.com", "male"]
        });
       selectedOptions.push({ "value": "Beth.anglin", "label": "Beth Anglin"
        ,"secondary_label": ["beth.anglin@example.com", "female"] 
        });
    }
    vaSystem.setSelectedOptions(selectedOptions, "user", false);
    // Topic authors have the ability to define which values should go in the 
    // secondary labels by adding secondary label functions
    pagingUtil.addSecondaryLabelFunction(function (gr) {
      return gr.getValue("email");
    });
    pagingUtil.addSecondaryLabelFunction(function (gr) {
      return gr.getValue("gender");
    });
    var gr = pagingUtil.getPagingGlideRecordSecure("name", false);
    var options = pagingUtil.getSecureOptions(gr, null,'user_name', ['user_name']);
    return options;
})()

    Example Dynamic Choice list value expression

    (function execute(table) {
        var options = [];
        var gr = new GlideRecordSecure(table);
        gr.addEncodedQuery('active=true');
        gr.setLimit(5);
        gr.query();
        while(gr.next()) {
            options.push({ 'value': gr.getUniqueValue(), 'label': gr.getValue('short_description') });
        }
        return options;
})(table)

    The script in the Choice Value Expression property defines and returns an array of choices. In the example, the script creates an array called options, and adds each record found in a GlideRecord query to this array. Each element in the array is given a value in the value and label keys using data from that GlideRecord. The Table property of the control defines the table used by the script. This example script uses gr.setLimit(5) to limit the number of records returned to 5. Using this method helps prevent returned records from creating an overly large choice list.

    Table 1. Dynamic choice control value expression keys
    Key Description
    value The value for the choice. When a user selects a choice from the control, this value is stored in the variable named in the Variable name property.
    label The label that appears for this choice in the choice list.

    Channel support

    Table 2. Channel support for the Dynamic Choice user input control
    Channel Support Constraints
    Web UI Supported None
    Mobile UI Supported None
    Now Assist panel Supported None
    Microsoft Teams Supported None
    Slack Supported Header cards aren’t supported.
    Workplace Supported Header cards aren’t supported.
    Facebook Messenger Not supported Not applicable
    SMS Twilio Supported Header cards aren’t supported.
    LINE Not supported Not applicable
    WhatsApp Supported None
    Apple Messages for Business Supported None
    Alexa (Voice) Supported For screen devices, use touch scroll; selecting links not supported. For nonscreen devices, use voice pagination.